Troubleshooting adding users

This document will assist you on how to troubleshoot adding a user to your site

When navigating to Site Settings > E-Mail Accounts, the layout is blank.

There are two reasons why this may occur; either no MX record exists or the domain that has been specified as your mailbox is missing an A-record. In order to troubleshoot this, refer to the following:

Check if the MX record has been created.

1. Log into the Admin console of your site and navigate to Site Settings > Site Domains and expand the ‘MX Records (Mail)’ section.
2. Ensure that an MX record exists and has been specified as the “default domain for email”.

If an MX record exists or multiple MX records exist, yet none of them are specified as the “default domain for email”, you will firstly need to ensure that you added the MX record to use our service for mail. If you did add the MX record to use our service for mail yet none of the MX records are specified as the “default domain for email”, then please reach out to the support team in order to obtain assistance.

If no MX records exist, you can add an MX record via the ‘More Actions’ button > New MX Record. Upon creating the MX record, ensure you click ‘Use this service for email’ and save.

If you have followed the steps above yet the E-Mail Accounts layout is still blank, then this issue can usually persist if either the www or non-www record (or both) for the domain specified as the default domain is missing.

In order to check whether this is the case, under the ‘Domains’ section ensure that two separate records exist for your domain – one representing the www record and the other representing the non-www record. If you are missing one or both, you can simply add these by clicking either New Forward or More Actions > New A Record depending on the type of record you would like to create.

Therefore, once you have verified that an MX record exists which is using our service and is marked as the default domain for mail, as well as validating that both the www and non-www record exists for your domain, the E-Mail Accounts layout should then be visible.

A message that my email is configured with an external provider occurs when navigating to Site Settings > E-Mail Accounts.

This message will usually occur if no MX record exists or if you have specified to use an external email provider (such as Google Apps).

To check if an MX record exists:

1. Navigate to Site Settings > Site Domains and expand the ‘MX Records (Mail)’ section.
2. If no MX records exist, you can add an MX record via the ‘More Actions’ button > New MX Record. Upon creating the MX record, ensure you click ‘Use this service for email’ and save.
3. After the MX record has been saved, ensure that it is specified as the “default domain for email.”

However, if you are using an external email provider and an MX record already exists which is pointing to your provider, then it is not possible to add email accounts via Site Settings > E-Mail accounts. As you are using an external email provider, you will need to add the email account on their end using their service. It is only possible to add email accounts via Site Settings > E-Mail account if you are using Business Catalyst for email.

A message occurs that “the account details can only be changed where the user was originally created” when attempting to add an admin or email user.

This message will occur because the user you are attempting to add has already been created on a prior site. Therefore when adding this user, their account details will be inherited from the site they were initially added to. If you are required to modify the account details for this admin user, you will need to log into the initial site they were added to. Or alternatively, the admin user will be able to log into the admin console of any site and navigate to the ‘My Details’ page which is visible within a drop-down after hovering over the account name at the top right of the admin console.

If this error occurs when attempting to add an email user, you will need to log into the admin console as that user and navigate to the ‘My Details’ page which is visible within a drop-down after hovering over the account name at the top right of the admin console. On this layout, you will need to select the site you wish to enable email on for the account via the 'Default Site' drop-down list. If the user you are attempting to enable email for does not have any admin access, please contact the support team via your admin console > Help & Support and they will be able to update the default site for the user.